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Sr. Project Manager Customer Contact Center | Polo Ralph Lauren | High Point, NC
Polo Ralph Lauren Corporation is a leader in the design, marketing and
distribution of premium lifestyle products in four categories: Apparel,
home, accessories and fragrances. For more than 40 years, Polo's
reputation and distinctive image have been consistently developed across
an expanding number of products, brands and international markets.
Purpose and Scope:
The Project Manager will provide direction, leadership, guidance and
judgment on new project initiatives within the RL Media Contact Center
in High Point, NC. The position requires an understanding of all
direct-to-consumer business functions; primarily focused on contact
center operations and related systems. The ideal candidate will also
possess knowledge of standard business processes and related systems as
well as order fulfillment processes and related systems.
This individual will manage the project work and project budget acting
on variances from the plan as well as bringing the projects to closure,
documenting project execution by creating a body of knowledge, and
suggesting process improvements for future projects. The Project Manager
must be able to determine specific skill / experience / knowledge
requirements of team members, necessary to successfully complete a
project.
Responsibilities and typical activities for this position will include,
but are not limited to the following:
- Demonstrate broad knowledge of direct to consumer Customer
Contact business processes.
- Must have Contact Center, (Call Center) experience.
- Able to quickly learn multiple businesses' business processes.
- Must be able to effectively partner with multiple company departments
and external team members to ensure solutions meet all business needs.
- Must be able to work with Information technology and financial
departments to ensure business requirements can be properly supported.
- Must be able to provide guidance, information and prioritization of
resources for third party partners and vendors.
- Must be able to define and document Project Objectives (scope, goals,
and roles/responsibilities).
- Create a work plan, schedule a project and identify the relationships
between work tasks using standard project management tools.
- Identify resources necessary to accomplish project tasks and the
appropriate work effort required from those resources.
- Track and report project actual expenditures as compared to the budget
and effectively manage the project to successful completion within
tolerances.
- Monitor the project direction, ensure the project scope is maintained
and insure appropriate change control procedures are followed.
- Able to re-plan a project in order to reflect changes to priorities,
cost, scope, schedule, budget and resource availability.
- Manage multiple complex projects simultaneously.
- Prepare effective written correspondence and effectively present
information in a group setting.
- Communicate frequently with management and business partners to clarify
and resolve system issues/concerns. Occasionally, present to executive
staff proposals, recommendations, or provide status reports.
- Maintain proper lines of communication across entire project team and
within the PRL and Polo.com organizations. Update changes and distribute
project support documents, management tools and meeting documents.
- Manage and update a web-based project management tool (Share Point).
- Provide input and make recommendations to management for resources,
budget, projects and priorities by communicating results, needs,
schedules, and other tasks. Periodically measure and report issues
related to quality and risk.
- Design and maintain the project filing systems and document storage and
distribution guidelines
Knowledge, Skills and Abilities:
- 2-4 years direct-to-consumer Customer Contact experience required, with
an understanding of order fulfillment processes preferred
- Knowledge of ProCenter, ePiphany, Blue Pumpkin / Verint, and other
Customer Contact systems required
- Be able to demonstrate a proven track record managing multiple
projects.
- Strong interpersonal communication skills and problem solving skills.
- Excellent presentation and meeting leader skills.
- Strong negotiation, organizational, and facilitation skills.
- Self-starter / self-motivated, capable of staying on track and pursuing
solutions without supervision.
- Able to prepare and present information in business terms.
- Able to work under pressure, meet deadlines and handle multiple
projects simultaneously.
- Willing to work extended hours to meet deadlines when required.
- Proficient with Word and Outlook
- Advanced Excel skills required
- Access Database skills required
- Advanced PowerPoint skills required
- Apple / Mac Keynote skill a plus
- Microsoft Project skills a plus
- Must be detail-oriented
Polo Ralph Lauren is an equal opportunity employer. We offer dynamic
career opportunities with growth potential and a generous company
discount.
To apply for this position, please copy and paste the following link
into your browser address bar:
http://poloralphlauren.contacthr.com/16595413
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